Returns and Repairs
We hope you will be satisfied with any product purchased from Lulu Guinness. Should you wish to return a product for any reason, please read our returns policy below.
If you wish to return an item without notifying us you have 14 days from receipt of goods to do so. Alternatively, should you wish to inform us of your intention to return an item (by email for example) please do so within 14 days of receipt. You will then benefit from an additional 14 days from this date. Please note that returns made outside of this period will not be accepted. Your statutory rights are not affected.
Products returned must be in a saleable condition and with all tags, presentation boxes, dust bags, straps or complimentary items included.
Footwear must be returned with the protective seal and Lulu Guinness Lips sticker.
Clothing must be returned unwashed and unworn. Please try the garment when you are not wearing fragrance, deodorant or make-up to avoid leaving marks or scent.
Items purchased online at www.luluguinness.com cannot be returned at any Lulu Guinness store or concession.
Our warehouse is unable to accept any returns delivered by hand.
UK Returns Instructions
Please complete the returns table on the back of your dispatch note and include this inside the parcel. Depending on your location, please then send it back via the relevant method:
Attach the enclosed Royal Mail pre-paid label to your parcel and return via Post Office services. Please retain your receipt for reference.
To return a Medium or Large Spinner Case, please call our Customer Care Team on +44 (0) 800 044 3741 between 10am and 5pm UK time to arrange a complimentary collection. Please note that this service is only available to customers returning items from the UK.
Europe & Rest Of World Returns Instructions
Please return your item(s) to the following address:
Lulu Guinness c/o CML
We recommend sending your return via a recorded delivery service as it remains your responsibility until it reaches us.
If you have received a faulty item, please send images of the fault confirming whether you would like an exchange or refund to Customer Care at email@example.com who will be in contact to discuss further options.
Lulu Guinness products purchased from stores other than www.luluguinness.com will need to be returned to their original store of purchase. Please refer to the individual store's Terms of Sale.
Refunds will only be processed onto the original payment card. A refund for the price of the product will be made to the purchaser, but we will consider the overall condition of the product returned when making a refund. Delivery charges will not be refunded unless the item is faulty. We will make no refunds to a third party.
We aim to process your refund as quickly as possible from receipt, however during busy periods this can take up to 14 days. If you have not heard from us within this time, please email your tracking number and return details to firstname.lastname@example.org.
Return delivery charges will only be refunded in the event of faulty or incorrect items received. No refunds will be made to third parties.
All products purchased at luluguinness.com carry a 12-month repair policy, except for our limited edition Lulu Guinness x Grenson Loafers which carry a 6 month repair policy. Our repair policies are valid from the date of purchase, subject to normal wear and tear. If within this period you detect a fault with your goods, they will be repaired or replaced upon further evaluation.
To return a faulty product you must first raise this with our Customer Care team via email at email@example.com for your item to be assessed. Please note that you may then be asked to email through photos of the fault in order for the team to advise the best course of action.
On confirmation of a fault, our Customer Care team will advise you as to whether your item can be repaired or replaced for the same item (subject to availability). Please note, repairs may take 6-8 weeks.
Please note that when purchasing Lulu Guinness products from stores other than www.luluguinness.com, a customer purchases goods under the individual store's Terms of Sale. You must raise all queries to the Customer Services department of the original place of purchase.
Cancelling your order
Amends to orders & cancellations policy
It may be possible to cancel your order if it has not yet been prepared for dispatch. Please contact our Customer Care Team to inform them of your decision at firstname.lastname@example.org. If the order has already been dispatched we will not be able to cancel it and advise you to follow our returns process.
Please note that we are unable to change or edit the email address, billing and shipping details, change items, combine orders or add items to an existing order once it has been placed. If you would like to add additional items to your order, you will be required to place a new order for the required item(s).
We are unable to process any order cancellation requests during Sale periods.
Lulu Guinness are unable to hold online orders.
Distance Selling Regulations
Under the Distant Selling Regulations, customers within the EU have the right to cancel the contract for purchase with Lulu Guinness at any time within the seven working days of the day after the day on which the customer receives the goods (the seven day cooling off period’.)
To cancel your contract within the seven day cooling off period, please notify us in writing by email, post or fax (link to contact us page) before the expiry of this period. Please package the relevant goods securely and then send them to us within 21 days following the date the items were delivered to you.
All returns must be in perfect condition and with their original packaging. Please note for customer returns outside of the UK, you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.
If we receive notice of your cancellation of this order within the seven day cooling off period we will refund the purchase price for that item, together with the item’s normal postage charge. If you wish to cancel the item outside of the seven day cooling off period, or you are not an EU customer, this will be dealt with as a standard return.
Caring for your bag
The Lulu Guinness handbag collection has been specifically designed to include many unique fabrics. Because the fabric has been specifically created, natural variations and textures may occur. Incidental marks, tonal changes and/or textural variations on leather should not be considered as imperfections. They are characteristic of the skillfully tanned skins, which give our bags their luxurious appearance.
Bags that include beads, ribbons, small plastic parts and/or other delicate trims should not be worn against delicate clothing. They are not suitable for children. We strongly recommend that you treat your bag delicately. Avoid getting your bag wet or over exposing to direct light and heat. Prints, dyed fabrics and leathers are not guaranteed to be colourfast. Always take care and avoid wearing with light colours to prevent colour transfer. If the accessory has a frame it should be utilised gently to maintain its original shape and function.
When not in use, stuff and store this product in the protective dust bag received with purchase in a cool, dry place.